TITLE

The title to goods shall not pass to the customer until payment in full is received by RUSTIC RETREATS. Full payment must be received prior to despatch of goods.

SIZES

The sizes quoted are ‘to fit’ sizes and are for guidance purposes only. Customers are advised to check required sizing (chest measurements, length, etc) when purchasing. RUSTIC RETREATS cannot accept responsibility for complaints if this advice is ignored.

CARRIAGE

Carriage will be paid for by the customer. Timed deliveries are additional to standard carriage charges. All complaints of shortages or damages caused in transit must be made in writing to info@rustic-retreats.uk within 48 hours of delivery. Goods will not be accepted for return unless prior authorisation is obtained. Should the complaint be upheld after investigation by RUSTIC RETREATS the goods in question will be replaced.

CANCELLATION OF THE ORDER

If you changed your mind about your order you have up until 1 hour after the order confirmation to cancel it writing to our info@rustic-retreats.uk

SHIPPING TO THE UNITED KINGDOM

UK Standard Delivery (approximately 7-10 days): £5.00. Once your goods have been dispatched, you will be sent a tracking number.

Important information
Due to shipping restrictions, we are not able to ship to Post Office boxes.
We are only able to ship your order to one location and you will be asked to select the shipping address when placing your order.

We realise that your order may include gifts that require shipping to several different locations. In order to do this, we advise you place separate orders for each address you wish to ship to.

SHIPPING OUTSIDE OF THE UNITED KINGDOM

Once all international orders have been dispatched you will be sent a tracking number and lead time

**Please note that the shipping rates are not inclusive of any customs or import duties that could be levied when the package reaches your destination country.

Prices of products may vary based on your shipping destination to reflect local market pricing, taxes and exchange rates.

RETURNS

We offer Free UK returns.

How to return your item:

o Please contact RUSTIC RETREATS on – email info@rustic-retreats.uk with a return request. You will be issued instructions on what to do next.
o Exchanges will be shipped and refunds processed only after the original item has been received back to our offices.

You have the legal right to return your order within 14 days of receipt of the goods. In this case, any sum debited from your credit or debit card will be re-credited to your account as soon as possible and in any event within 14 days after receiving your return. If you want to return your order, you will need to follow the procedure set out below within the 14 days of receipt of the goods.

RUSTIC RETREATS will offer you a refund provided that the products are returned complete, in perfect condition, unused, fully labelled and with the original packaging. RUSTIC RETREATS will not accept returns for any non-faulty items that have been worn and tags removed.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days. We also request that items are returned with their original packaging.

Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Except where items are faulty and a replacement is not available, refunds for items may be given and only at the discretion of RUSTIC RETREATS. We offer Free returns for all customers in the UK. The RUSTIC RETREATS Team will organise the return, however, you will be required to print the label.

International Returns

For all International returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us including any customs or export duties. We do not currently offer free returns Internationally.

Returns after 14 days

Returns received outside the above time frames will not be accepted.

Procedure for returning goods

All items intended for return or exchange must have a Returns Number (RN). RN numbers must be obtained within 14 working days of receipt of delivery by emailing info@rustic-retreats.uk with your order number and whether you would like an exchange or refund. RUSTIC RETREATS will them email you a RN number. Once you have received this, please take care to follow the instructions emailed to you. You cannot return goods without this number.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Union (EU). It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive with RUSTIC RETREATS within the above stated timeframe. Please note that RUSTIC RETREATS does not accept liability for returned goods.

When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. We will only refund or provide an exchange for the costs of postage / transport where the item returned is faulty.

When returning an order or partial order the RN number must be stated clearly on the parcel and a copy of your original sales receipt must be enclosed.

Exchanges

We can only exchange an item for the same item in a different size, subject to availability within 14 days of receipt of your order. If you wish to exchange something, please follow the returns procedure and state in your email that you wish to exchange the item.

Exchanged items will only be dispatched after the returned goods have been received and undergone a quality control check. In this case, any sum debited from your credit or debit card from the sale of the returned goods will be re-credited to your account as soon as possible and in any event within 14 days of your order.

To make an exchange you will be required to arrange and pay for the return of the products to us. All items for exchange must have a Returns Number (RN). RN numbers must be obtained within 14 working days of receipt of delivery by emailing info@rustic-retreats.uk. The RUSTIC RETREATS team will then reply with a RN number. Once you have received your RN number please take care to follow the instructions emailed to you. You cannot return goods without this number.

Exchanges must be made within 14 days of receipt of your order. Exchanges outside of this period will not be accepted. When returning an order or partial order the RN number must be stated clearly on the parcel and a copy of your original sales receipt must be enclosed.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days. We also request that items are returned with their original packaging including.

Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

We only offer Free exchanges for all customers in the UK.

Faulty Items

Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.
All items intended for return must have a Return Number (RN). RN numbers must be obtained within 5 working days of receipt of delivery by emailing info@rustic-retreats.uk. The RUSTIC RETREATS team will then reply with a RN number. Once you have received this, please take care to follow the instructions emailed to you. You cannot return goods without this number and we reserve the right to refuse/ return unidentified returns to the sender.

We will replace a faulty item if a replacement is in stock and available. We can only replace faulty items for the same item in the same size. If you wish to be sent a replacement, please make your request clear when emailing to request your RN Number.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note that refunds onto credit cards can take up to 30 days and are subject to your bank’s refund regulations.

Please send all returns to:

Rustic Retreats
Owslow Farm
Ashbourne Road
Carsington
Matlock
Derbyshire
DE4 4DD
For all queries: info@rustic-retreats.uk